Complaints

This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Varsity Tutors LLC

  8001 Forsyth Blvd Ste 1050 Clayton, MO 63105

  
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  Varsity Tutors LLC

  4525 Oak St Kansas City, MO 64111-1818

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Great platform, terrible and unreliable tutors. In 2 months I had 3 IB AA Math tutors who were not committed or overly aggressive. Varsity Tutors must not have a vetting process or contractual arrangements that support reliable services. The customer service representative actually said they have not control over the tutors and their reliability!?? It feels that the company has invested most of their time and energy on creating a great customer response platform, but the quality of the tutors is horrible. My son has had regular tutors for over 10 years now and this is the worst experience, and the most expensive, we have encountered. I am taking the time to write this review so other parents will not waste money on a company that puts convenient tech communication over quality tutors and results. I have wasted 1000 USD for two months with no results. The tutors cancel within 24 hours (even for the first session that two weeks to set up). You are required to use 8 sessions a month or you lose thema monthly expiration of sessions. When the tutors cancel it is very hard to try to fill in the voidwith again ineffective lessons. Why should I be penalized when the tutors cancel on our regular schedule.

  

  Business Response

  Date: 12/10/2024

  Varsity is in receipt of the Complaint filed by ****** *******. Varsity contacted Ms. ******* upon its receipt of the Complaint and ultimately chose to provide a resolution that was acceptable to her. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us

• Initial Complaint

  Date:11/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Varsity Tutors in July 2024 for tutoring services and agreed for a block of 8 hours at a total cost of $499. There was no mention by Varsity Tutors that this was an ongoing monthly subscription, or that we were going to be billed $499 each month until we cancel.I received five monthly charges on my credit card account for $499 each for July, August, September, October, and November 2024. We made three phone calls to Varsity Tutors on November 18, 21, and 26 requesting a refund of $1,996 (4 months of charges for no services provided or needed). The initial $499 charge in July is legitimate since tutoring services were rendered for that initial block of time. We also received a credit in the amount of $499 for November's charges. There is still an unpaid refund of $1,497 for three other months of charges where no services were provided by Varsity Tutors or needed by me. I received a call from Varsity Tutors on November 27 informing me that my refund request of $1,497 has been denied. They offered to extend the time of me using the block of hours that I paid for, but did not use. I have no need for tutoring services now or in the future. Varsity Tutors is very deceptive in not informing customers that they are signing up for an ongoing monthly service and will be continued to be billed monthly until you cancel the membership. I'm not the only one who has experienced this issue as there are numerous complaints on the Better Business Bureau and Consumer Affairs, as well as other social media sites for the exact the same issue that I have experienced. I am requesting that Varsity Tutors refund or credit back my credit card in the amount of $1,497.00.

  

  Business Response

  Date: 12/03/2024

  Varsity is in receipt of the Complaint filed by ***** *****. Varsity contacted Mr. ***** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is a scam. You call to get help and they tell you they are helping but draw it out endlessly and never do anything. Asked them to extend my hours twice neither person ever responded and now it's been a month and I lost everything. Absolute garbage customer service meant to take advantage of students who don't have time to call and harass you every day. I paid on October 21, 2024 never used any of the services and contacted them twice for resolution. I just wanted my hours extended but now I would rather they give me my money back so I can be done with them.

  

  Business Response

  Date: 12/02/2024

  Varsity is in receipt of the Complaint filed by *** *****. Although Varsitys attempt to make contact with Ms. ***** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Ms. ***************** she wish to do so. Ms. ************** contact Varsity's customer experience manager at the phone number that was provided to her in the email dated November 25, 2024, to further discuss her concerns. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us. 

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I encourage others having a problem with this company to reach out here. After weeks of trying to get ahold of anyone helpful I was immediately sent a refund.
   
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to address the recent deactivation of my account and to request its reactivation for the following reasons.I wish to renew my tutor contract, as it was deactivated without my consent. While I understand the companys policy of not offering additional agreements, I respectfully believe that this decision should be reconsidered in my case. I acknowledge that new agreements are not guaranteed after the expiration of previous ones, but I would like to emphasize my continued efforts and ************** an email, ***** *. stated, "New agreements will not be provided as the company has chosen not to enter into any additional agreements with you. This is a feature of the agreements that both parties agree to in the event that one or both parties do not wish to continue the relationship beyond its term. Additionally, please note that each time you entered into a new agreement, there was no guarantee that a new one would be offered or accepted upon expiration."I must express my disagreement with this statement.Additionally, I was offered agreements by ************************************************************. Specifically, for ****************, I have actively completed all the required steps, which have been successfully fulfilled. The school may reach out to you on my behalf to verify this.Given these circumstances, I respectfully request that my contract be renewed and my account reactivated. I would also appreciate clarification regarding the reason for its deactivation.Thank you for your time and consideration.Sincerely, ******* ********

  

  Business Response

  Date: 11/22/2024

  Varsity is in receipt of the Complaint filed by ******* ********. It is necessary to note that Ms. ******** is not a customer of *********************** platform; rather, she was an independent contractor who utilized Varsitys platform to advertise her services to potential customers/students. As such, ********************** believes the Complaint should be removed because: a) it was not filed by a consumer; b) Ms. ******** has not purchased anything from Varsity, and c) it relates to her personal dispute with Varsity regarding her contractual status. Ms. ********** indication within the Complaint confirms that she was not a customer and did not pay anything to use *********************** platform. Finally, Varsity has communicated directly with Ms. ******** regarding her concerns outlined in the Complaint. In light of all of the above, Varsity respectfully requests that the Complaint be removed.

  Customer Answer

  Date: 11/22/2024

  To Whom It May Concern, I am writing to address the recent deactivation of my account and to request its reactivation for the following reasons. I wish to renew my tutor contract, as it was deactivated without my consent. While I understand the companys policy of not offering additional agreements, I respectfully believe that this decision should be reconsidered in my case. I acknowledge that new agreements are not guaranteed after the expiration of previous ones, but I would like to emphasize my continued efforts and commitments. In an email, ***** *. stated, "New agreements will not be provided as the company has chosen not to enter into any additional agreements with you. This is a feature of the agreements that both parties agree to in the event that one or both parties do not wish to continue the relationship beyond its term. Additionally, please note that each time you entered into a new agreement, there was no guarantee that a new one would be offered or accepted upon expiration." I must express my disagreement with this statement, as I believe there is a basis for a new agreement. My understanding is that I was offered agreements by ************************************************************, with all the requirements for **************** successfully completed. These circumstances indicate that a new agreement should have been provided, and I respectfully request further clarification on this matter. Additionally, I was offered agreements by ************************************************************. Specifically, for ****************, I have actively completed all the required steps, which have been successfully fulfilled. The school may reach out to you on my behalf to verify this. Given these circumstances, I respectfully request that my contract be renewed and my account reactivated. I would also appreciate clarification regarding the reason for its deactivation. Thank you for your time and consideration. Sincerely, ******* ********

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I emailed this company on May 4, 2024 asking them to cancel our service. They continued to charge us through this month. When we called again this month, they refunded only the last charge, and said that they would not refund back to May 4. According to them, when we said "cancel" in our email we failed to specify that we wanted them to cancel the account, so they continued to charge us and only cancelled the scheduled tutoring sessions. They pointed me to the contract/terms of use which I attached. According to them, we needed to specify that by "cancel" we meant "cancel the account." I said I would not know that to them cancel does not mean cancel and if that is what they mean they should specify that somewhere in the contract or their email response.

  

  Business Response

  Date: 11/26/2024

  Varsity is in receipt of the Complaint filed by ******* ******. Although Varsitys attempt to make contact with Mr. ****** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Mr. ****** should he wish to do so. Mr. ****** may contact Varsity's customer experience manager at the phone number that was provided to him in the email dated 11/25/2024, to further discuss his concerns. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us. 

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been doing business with Varsity Tutors for a least 2 years maybe more, I have never agreed to a membership that I was just notified about when asking to r3efund my money they kept charging. I was always told I was paying hourly each month and if y son went over then it would charge the correct amount. I also at one time had both my kids on there and again never told this was a "membership" that I had to cancel and it would be nonrefundable. Who can spend $338+ a month on a "membership" because I know I can't. I was charged in October and thought ok well I will call at some point they are just use to me doing it monthly but my son no longer needed it. My entire family had all got the flu for weeks almost the the entire month of October. So then I see they charged me again knowing I didn't use my hours in October so I thought what the heck. I called and they of course are saying I had a membership and due to that I wouldn't get my money back. After being a loyal customer to them for years and NOT ONCE being told this was a membership or nonrefundable I feel I need to make EVERYONE aware of this. You can't leave revies for them anywhere other than their site which is fishy. So now I'm out $339 for October and $339 for November. I NEVER SIGNED anything and/or agreed to anything that would be like this. I don't think anyone would. I have paid them over 10k in the last 2+ years. I can send any and all receipts once I get to my house.

  

  Business Response

  Date: 11/25/2024

  Varsity is in receipt of the Complaint filed by ****** *****. Varsity contacted Ms. ***** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.

• Initial Complaint

  Date:11/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for services monthly but we had not been using the service. We reached out regarding these charges and they told me they would get this resolved. I was not contacted. When I reach out now I am unable to get in touch with anyone there.

  

  Business Response

  Date: 11/25/2024

  Varsity is in receipt of the Complaint filed by ******* *******. Although Varsitys attempt to make contact with Mr. ******* in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Mr. ******* i should he wish to do so. He may contact Varsity's customer experience manager at the phone number that was provided to him in the email dated November 21, 2024, to further discuss his concerns. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us. 

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In september 2022 my wife purchased a 4-pack of classes for our daughter. My daughter did 2 sessions with one tutor whom she liked , but then couldn't get appointments with her, so did 1 with some other tutor, whom she did not like. At this point my wife spoke with a person called *** who said he'd give her credit for the last session and extend the time until March of 2023 to finish her four pack of lessons. My daughter never used any more sessions, and my wife thought the matter was over since she had only purchased a pack. I just found out Varsity has been charging me $299 a month for 2 years on my credit card!! I never got a billing statement, no subscription terms. I called them and they verified there is no account activity since September of 2022.Our contract is for a Standard Package (uploaded as supporting document).We NEVER signed up for a monthly subscription. They have charged us $7176!This is fraudulent business practice!!

  

  Business Response

  Date: 11/22/2024

  Varsity is in receipt of the Complaint filed by ******* *****. Varsity contacted Mr. ***** upon its receipt of the Complaint and worked with him to ultimately provide a resolution that was satisfactory to him. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us. 

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The business realized they had billed us in error and have remedied the issue by issuing a refund.

  Thank you for BBB!!!
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I specifically told the *** that I wanted only 4 sessions when I signed up back in May. He said that is fine, and I just realized that they have been charging my credit card 329 dollars every month since then. I have not used the service since May This is at best deceptive business practices, if not direct fraud. I trusted that they wouldnt charge me every month since since they told me they wouldnt

  

  Business Response

  Date: 11/25/2024

  Varsity is in receipt of the Complaint filed byJon-******* *****. Although Varsitys attempt to make contact with Mr. ***** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Mr. ***** should he wish to do so. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us. 

  Customer Answer

  Date: 12/04/2024

  Thank you 

  the complaint has been resolved to my satisfaction 

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nature of my dispute is multi-fold.Primarily, unautorized charges followed by a verbal agreement to refund my money and then refusal to refund the money that was taken without my consent. I had never agreed to reoccuring charges.Meanwhile, I still had a balance with the company for ******* I did not use in the amount of a couple hundred dollars.When I was denied a refund, I sent a firm email demainding a refund. I explained that a compan cannot charge for services not rendered or agreed upon. No reply from the company. The transaction dates were: September 23, 2024, which was consent to in the mount of $929.00 and August 23, 2024, which was a charge of $929.00 I did not consent to.

  Customer Answer

  Date: 11/16/2024

  A full refund has been issued. I got a call from the ********************* asking to clarify if a refund would solve my complaint. 
  I said yes & the refund has posted to my credit card account as reflected in the attachment.

  thank you BBB for your assistance in mitigating this, now resolved issue.